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Agiloft ITSM ITIL Service Desk Suite vs Clarity SM comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Agiloft ITSM ITIL Service D...
Average Rating
10.0
Number of Reviews
1
Ranking in other categories
IT Service Management (ITSM) (37th)
Clarity SM
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (19th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
it_user536637 - PeerSpot reviewer
Lead IT Manager at a tech services company with 10,001+ employees
We use it for handling requests. It has reduced the IT staff required.
Handling requests - Technical service requests: hardware, software not working - Account requests: new/modify account requests to various systems - Software requests: of all types from our staff - IT related assets: hardware controlled by IT - All types of technical abuse complaints: ie copyright - Surveys about the follow-through of the staff to requests entered in the system
Türker Kara - PeerSpot reviewer
Application & Software Architect at Turkiye Finans Participation Bank
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"In one of the use cases, we used to have around 300 tickets per month which has been reduced to almost zero now."
"It an easy, simple, and user-friendly tool that can be accessed through the mobile application as well."
"The Automation Anywhere University is a good tool. It goes topic-by-topic with real-time examples."
"Automation Anywhere has very strong game because it is always up for asking feedback."
"Using Automation Anywhere saves us time, money, and eliminates errors."
"I have been using Automation Anywhere for the past five years and it is one of the best tools to automate manual tasks."
"Using automation, these processes are completed in between one and two hours, using one robot, and with these savings in time, the staff can do more in other areas, improving productivity and creativity while reducing the need for overtime and positively impacting the company overall."
"Stability is great."
"We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"User satisfaction has improved dramatically for our customers."
"I’ve implemented, configured and managed this system for hundreds of clients and I trust it."
"Some of workflows became centralised and the complexity of approval cycles decreased via this tool."
"This solution has helped align our overall IT and organization strategy because it got rid of shadow systems."
"The scoreboard allows me to check for high-priority tickets, check status of tickets I created and search for tickets with keyword searches among other plusses."
 

Cons

"The support and user community need improvement."
"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."
"There are a lot of issues in the tool. There are a lot of breakdowns."
"I could personally use automated testing, which we currently do not have in Automation Anywhere."
"The cost of this solution can be improved."
"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."
"We have been a little frustrated by the frequency of cache releases."
"In the control room, the manual bot update should be looked at."
"The GUI looks a little dated."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"Release Management is not supported out of the box"
"They should enhance the service desk manager's service point function to be more customizable."
"We've had some really good experiences with technical support, and we've had some not so great experiences with technical support, but our direct contact team at CA has been very, very helpful in getting us to the right people that can help resolve our problems quickly."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"UI is not perfect, but maybe with Jaspersoft."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help, perhaps."
 

Pricing and Cost Advice

"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"The cost is anywhere between $10,000 and $100,000."
"Subscription for Automation Anywhere (AA) is paid yearly."
"The cost of Automation Anywhere is high in Turkey due to the weak economy."
"It's very good in terms of cost and pricing."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"It is the most economically friendly and it provides you with a lot of functions."
Information not available
"The solution is quite reasonable compared to other solutions in the market."
"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"I don't see anyone other than large companies being able to afford this system."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"I think pricing of this model is suitable for growing corporations."
"The pricing is based on a subscription model."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
No data available
Financial Services Firm
20%
Outsourcing Company
18%
Construction Company
11%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business20
Midsize Enterprise15
Large Enterprise66
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
 

Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: September 2026.
913,806 professionals have used our research since 2012.